Disclosure Requirements
when issuing a new TD Personal Access card, what forms must they sign?
EasyAccess Customer Confirmation-581076
How is customer Privacy Information updated?
CIF MCCP or C3 preference screen
When do you complete a UTR?
An 'Unusual Transaction Report' must be filed whenever you feel a transaction, regardless of the amount, is unusual for your customer.
where does the junior meet the senior in the morning before entering the branch?
Meet the senior designated officer at the branch’s predetermined location.
or in the parking lot across the road
What does HEAT stand for?
Hear
Empathize
Apologize
Take action
What must be verbally disclosed to customers when issuing a new TD Personal Access card?
What is Canada's Anti-spam Legislation (CASL) ?
they address the negative impact of electronic spam and other electronic threats like identity theft, phishing, spyware and malware
when do you complete a LCTR?
A Large Cash Transaction Report (LCTR) must be completed for all incoming cash transactions of $10,000 or more (Canadian equivalent) in the course of a single transaction
what must you do if you see suspicious activity before entering the branch to complete opening procedures?
Call 911 or the local police, and GSI Incident Reporting Centre (IRC)
what is the escalation process when handling complaints?
resolve at first point of contact, customer cares, TD ombudsman
what must be verbally disclosed to the client when purchasing a Term Deposit or GIC?
-annual interest rate or interest
-when interested is calculated and paid
-the date the investment starts and ends
-any charges applicable to the investment
-if the investment is redeemable and if so the effect on interest payable
-if the investment can be cancelled, the duration of this period
How are customer email preferences updated?
when is a second override required for a wire payment?
Secondary override through WPS is required when the Wire Payment amount is above the Branch limit of $200,000 or above, a message will display indicating that a Manager must provide a secondary override through WPS
what must you do once a robber leaves the branch ?
an employee must call 911 or their local emergency phone number immediately after the Robber(s) has left the branch
what is recovery with flair?
Use RWF when you failed to meet your customer's expectations. This is your opportunity to go above and beyond a simple apology,
what disclosure document should be provided to the client when activating a new full application approved ODP?
Signed Overdraft Protection Schedule Form 802484 must be provided to all account holders
What does PIPEDA stand for?
Personal Information Protection and Electronic Documents Act
when must you collect and record customer identification ?
what do you do if there is a frontline demand robbery?
Comply with the robber's demands and show your willingness to cooperate:
6.Leave the note (if received) on the cash device face up
7.Obtain and hand over the cash
8. End the interaction by removing yourself
where can you track a customer complaint?
Relationship builder
What verbal disclosures must be provided to the customer when opening a Registered Product such as a TDCT RSP or TFSA?
-Any charges applicable to the registered plan
-Any fee changes or new fees will be subject to 60 days notice in writing
-details of our Customer Problem Resolution process
What do you do if a client request to access all personal information?
must respond within 30 days, Complete Form 800662 - Personal Information Access Request form and Email the completed form to TD.PIAR@td.com
what is the indemnity limit we can cash a federal government cheque?
the indemnity limit is $1500 for all other Federal Cheques.
double daily bonus- also said $2000 for CERB cheques
if in a robbery situation what key do you select to automatically dispense cash?
Hit the Emergency Dispense Key (F12) one time to automatically dispense $200
If your customer is not satisfied with the resolution you provided what do you do?